Lands' End Reviews 589

I was a loyal Lands' End customer. The quality has diminished considerably. I used to buy (year after year) the mock turtle necks for my husband. This year these were so thin! My birthday PJs were always Lands' End - flannel, lovely. This year, stiff and overpriced. They tripled their prices, reduced the quality, then offered a 50% discount on the triple priced low quality items. I'm thoroughly disappointed. Shame on them!

DO NOT SHOP HERE. HORRIBLE SERVICE GARBAGE PRODUCTS. They sent me a completely wrongly stitched item and could care less. Just wanted me to ship it back and then the replacement would arrive after Christmas. Waste of money. They offered $10 to keep as is. It was not worth the error.

I ordered tall man's pajama top and bottom that said they were in stock on 12/5/25. I get an email on 12/9/25 saying the pajama bottoms were no longer available so i called to cancel the top and they told me i only have 30 minutes to edit my order. I said well how come you can change it 4 days later? So they would not cancel my order which has not even shipped yet. Ridiculous. I told them I will never buy from them again and will be returning the whole order to the store due to the fact they want to charge me 8.95 to send the clothes back the way they are coming. They couldn't even tell me when the order will be shipped. Useless customer service. They S***!

I placed an order for one item at Lands End in early November, but I had a gift card I forgot to use while checking out. Yes,my mistake, but then trying to get ahold of somebody to cancel the order is impossible. Their CS chat option closes at 8pm, which is not noted *anywhere*, at least not without hunting and pecking for information. I tried chat, calling, texting, it was absolutely futile. First thing the next morning, I tried chat again and was informed that the order "had already been processed" and could not be cancelled. So I had to wait 10 days for the order to arrive (crazy how the orders are "processed" immediately, but shipping takes forever) and jump through the hoops to return it, unopened. I was beyond annoyed that sending back an unopened, unworn item that I tried to cancel immediately after ordering would cost me an $8.95 fee, and was told that the "credit would not be removed", which is a confusing way of telling me that they would not charge me for it?? I still don't know, because now I'm waiting for the return to "process" again to see how they handled it. They've had the return for 3 full business days now.

Long rant, but the bottom line is: Lands End used to stand for stellar customer service, and I see from many if not most of the complaints here involve the absence of that quality now. I've been a customer since the 80s and they are nothing like they used to be. The majority of online retailers (and I shop online a LOT) don't move at a snail's pace like this. I don't expect LE's customer service to have a 24/7 availability, but how about being more customer-oriented when somebody *is* available? How about fixing your dead links? How about revisiting your rather ridiculous return policy? The economy right now is wobbly at best, I'm not sure how they can stay in business much longer operating like this. Lands End--it's not me, it's you. You've changed. Oh, and you don't respond to your Trustpilot reviews either. Probably don't even read them. Not smart.

$8.95 restock fee has me mad & will never purchase another item at Landsend. I will stick to Amazon. Irritating for a clearly unused item with a receipt.

I purchased a men's Squall zip vest just 3 years ago and the zipper has broken. When I called Customer Service, the agent told us the guarantee is 90 days (!!) and laughed - "You can't expect these to last a lifetime!" Well, I have a Lands End raincoat that I purchased 24 years ago, and it is still great. Quality and guarantee have tanked, and they have lost me as a customer.

No mention that items are final sale until your order confirmation at which point it is too late to cancel or change the order. Shoddy business practice.

First, the item showed as available, until after I paid, then it's on backorder until January 5, it's December 2. All customer service avenues are dead: chat "not available at this time", text "not available at this time", help center, "404-page not found", waiting on email reply-no automatic response, phone number works, but it's "closed" with no business hours in the system. PayPal "contact seller for any issues". Then I got a text satisfaction survey--all 1s ("if I could leave zero stars I would"). No option to cancel the order on the website, which started this rabbit hole. I would call this company a complete scam, or they just went out of business and didn't tell anyone outside.

I would never order again!!!!! The delivery time is ridiculously slow. I have never ordered online and had to wait so long for the merchandise! Never again!!

Absolutely terrible customer service. I have been told twice that my item will arrive within 48 hours. Evri tracking showing absolutely no movement. Given I had to pay for delivery. So much for Legendary Customer Service.

Products are okay, but trying to get price adjustments when orice goes down within days of order is darn near impossible

I have been waiting to order a needlepoint Christmas stocking because I bought them in the past for 50 percent off, however I only received $10 off . within an hour of me placing my order I received a notification of 50 percent off. I called Lands End customer service and they would not honor it by crediting me. This will be my last purchase from lands end

Placed an order and it never shipped after 2 weeks. I never got a shipping notification. Asked for help, customer service would not answer directly if my order was shipped but they offered a replacement order and told me it would be here soon then I just get a "thank you for your patience" email saying my order will be "delayed". Dude, for real? So dishonest. Never will order again. Do not recommend.

Ordered a jacket that turned out to be too large. I called Land’s End customer service asking for an exchange for a smaller size. I was told that I had to return the item that was too big and reorder it in a smaller size.
Now that I am returning the item that was too big I find that I have to pay a $8.95 “processing fee”!!
Definitely will be looking for another retailer that doesn’t penalize you for ordering their products.

Accidentally put the wrong size on a pair of pants I ordered. I then checked to see if I could make an edit to the order. Well, because I put in the order at 9:30pm PST, the window to make changes to your order (8:00am CT to 7:00pm CT) had already passed, and even then, they only accept edits within an hour of the purchase time. So, I then called the next day at 6:15am PST to see if I could make a last-ditch effort to edit the order and I was informed that the order is already in motion and nothing can be done. Are you kidding me? This whole process is completely absurd. Why are customers forced to maneuver these obstacles just to change the freaking size of their garment?! In a world where Amazon dominates the online retail scene (rightly so) you would think these other retailers would step their game up and try to match some of Amazon's policies regarding changes to orders within a reasonable timeframe. Instead, I now have to go through the lengthy return process all because Land's End is still using dated policies that WILL discourage customers from shopping with them. It was my first time buying from Land's End and it will certainly be my last.

The return process is time-consuming AND costly. It makes no sense to charge almost $11 to return an item only if you wish to get a larger or smaller size. Something has to be done.
I am having issues with sizing, also. The sizing does not appear to be universal for their pants. The result is that I must order, wait, then try on and return for a better size, and getting charged for that experience.
I gave them 2 stars because I do like their offerings for mature women. However, many things need to be looked at such as customer service and the return process.

Called to cancel back order item. Long long wait times. They shipped and charged me anyhow for the item after it was canceled. Cheaper quality products from years ago - NOT the same company- Will Never order again!!

I liked the style of their Supima Cotton Tunic Tops but was disappointed to find that two of the shirts I ordered that were made in India were NOT cotton but some kind of stretchy poly blend. Returns are easy but the quality control is not there. Unfortunate...

Lands' End has made several continued errors with recent orders. I received 5 articles of clothing I did not order, and they included the packing slip for the 6 items I did order. Now I have to waste my time correcting their problems which included 40 minutes online chat and phone call, and a trip to USPS to ship back their merchandise which must have been for another customer which they inadvertenlty sent to me. On top of that, they fail to provide good customer service when they initially cancelled some of the items I ordered without explanation. Their communication also failed to explain which items were being cancelled that I had personalized with names of family members.

Trying to get in touch with this company as I ordered a dressing gown that had a promotion on to reduce the price which was better so I ordered it and paid the amount as shown on the web page . Got an email confirmation of order with the full price on plus postage. I have tried to contact via e mail and no reply . I have just tried to contact via live chat and that is not working either 🤬? …
I forgot I had already had problems with this company before so this is definitely confirmation that the firm is not very trustworthy… please make sure you keep all transactions from them. Very poor customer service would have given no stars if that was possible.